摘要
如何科学评价高校IT运维外包公司的服务质量,是高校IT管理单位面临的一个现实问题。在Driver和Johnston提出的服务质量属性模型的基础上,全面考虑影响IT运维外包服务质量的各种因素,运用模糊综合评价方法,构建高校IT运维外包服务质量评价模型,对服务质量进行量化评价。应用实例表明,模型符合实际情况,具有参考价值和现实指导意义。
How to scientifically evaluate the qual ity of service provided by IT operations outsourcing company is a real problem faced by IT management departments in colleges and universities. Based on service quality attribute model proposed by Driver and Johnston, considering all the foutors that affect the quality of service provided by IT operations outsourcing company, with fuzzy comprehensive evaluation method, this paper constructs IT operations outsourcing service quality evaluation model, which can be contributed to evaluate IT operations outsourcing service quality comprehensively. Examples show that the model plays a significant role in the practical situation and has reference value and practical significance.
出处
《计算机与数字工程》
2016年第10期1932-1935,1939,共5页
Computer & Digital Engineering
基金
国家自然科学基金项目(编号:11201166)
华中师范大学信息化应用自主科研项目(编号:CCNU15IT0205)资助
关键词
高校IT外包
服务质量
模糊综合评价法
IT outsourcing, service qual ity, fuzzy comprehensive evaluation method
